3CX PHONE SYSTEM CUSTOMER CONFIGURATION ADVICE Configuring for Integra Telecom SIP Solutions
BACKGROUND This document provides guidance for configuring the 3CX Phone System to properly interface to and interoperate with the Integra Telecom SIP Solutions trunks. The 3CX Phone System is a flexible Windows -based IP PBX. The platform provides a robust set of features that integrate well with Integra Telecom s SIP Solutions. That said the certification process was conducted on a free version provided to Integra Telecom as the company refused to comply with a request for a demonstration license. Features such as T.38 facsimile and G.729 voice Codec were locked and thus were unavailable. More importantly, the company stated that the 3CX Phone System was designed to work with a public IP address (over the Internet) and would not function behind a SIP proxy device. The Integra Telecom SIP Solutions suite uses a transparent SIP proxy; permitting the customer to take advantage of private IP space and network quality of service (QoS). Therefore, the configuration herein was developed by Integra Telecom engineering to allow this IP PBX to function behind an Adtran transparent SIP proxy while leveraging the advantages of QoS and private IP addressing. It remains unclear if the 3CX company will provide needed support of this configuration in the future as it outside the nominal configuration. Finally, all SIP endpoints such as phone sets and analog gateways must be a brand and model that the 3CX company supports and certifies operational with the IP PBX. The devices must be included in the drop down menu lists within the management and configuration interface. If they are not, it has been demonstrated that: 1) Problems will occur with the operation of the unapproved device 2) The 3CX company will not provide resolution assistance Page 1
In the installed and tested version of the 3CX Phone System, the following caveat is a portion of the license agreement. It is imperative for the customer to review and understand this statement. NO EMERGENCY COMMUNICATIONS LICENSEE (AS DEFINED BELOW) ACKNOWLEDGES THAT THE SOFTWARE (AS DEFINED BELOW) IS NOT DESIGNED OR INTENDED FOR USE TO CONTACT, OR COMMUNICATE WITH, ANY POLICE AGENCY, FIRE DEPARTMENT, AMBULANCE SERVICE, HOSPITAL OR ANY OTHER EMERGENCY SERVICE OF ANY KIND. THE SOFTWARE DOES NOT SUPPORT CALLS TO 911, POISON CONTROL CENTERS OR TO ANY OTHER EMERGENCY NUMBER AVAILABLE IN YOUR COMMUNITY. 3CX DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY OF FITNESS FOR SUCH USES. The goal of this document is to ensure that when properly configured the subject customer supplied equipment will interface to and operate with the Integra Telecom equipment and network. In order to establish a configuration and compatibility baseline, Table 1 below shows the software versions used for testing and evaluation in the Integra Telecom Lab. Software versions above the tested version are typically regression tested by the applicable vendor and generally considered to be acceptable as well. Table 1 Software Versions Tested Tested Network Element Software Version Metaswitch Call Agent V7.4.00 SU19 P90.00 Adtran NetVanta 3305 R10.1.1.E 3CX Phone System 10.0.24018.2322 Page 2
CONFIGURATION The test configuration is shown in Figure 1 below. This configuration ensures proper SIP call handling between the customer-supplied voice platform (3CX Phone System, in this case) and the Integra Telecom equipment and network. Figure 1 Generic IP PBX Test Configuration Acme Metaswitch Packet Adtran PSTN Internet LAN SIP Proxy Call Agent SBC IP PBX Data Note that some schools of thought like to consider everything outside of or beyond the IP PBX itself to be part of the PSTN. For this testing, the beginning of the PSTN does not matter; as in to and out of the IP PBX are the more important considerations and used as directional references. Important configuration note: The 3CX management applications do not provide pre-delete confirmation messages. In other words, when an item is selected for deletion, it will be immediately deleted with no chance to cancel the operation. A double click on a delete link will delete two objects. Use extreme caution when selecting items to delete! Further, it is highly recommended that the customer backup (using the 3CX Phone System Backup and Restore Tool ) the configuration frequently as it is being built. Reloading deleted objects is much faster than starting from scratch. There are several different methods available to configure the 3CX Phone System to interface with the Integra Telecom SIP Solutions trunk. Two of these methods are presented in this document. First is Install Wizard. The second is Add VoIP Provider. Page 3
INSTALL WIZARD Following a new installation of the 3CX Phone System on a Windows operating system machine, an initial system setup wizard is automatically launched. At this time, the Integra Telecom SIP Solutions trunk information may be configured. The steps below walk alongside the setup wizard process. Page 4
Step 1: Language Select desired language. This document continues in English. Press Next >. Step 2: Public IP Do not enter an IP address in this field. This field is not used in the Integra Telecom SIP Solutions configuration. Press Next >. Page 5
Step 3: Settings Select the Create New PBX radio button to start from scratch with the 3CX configuration. Press Next >. Step 4: Extension Digits Select radio button for the desired number of digits for each extension. Carefully review that caveats in this step. Press Next >. Page 6
Step 5: Mail Server Enter the optional SMTP Server FQDN or IP address and e- mail address. Press Next >. Step 6: Administrator Login Enter the mandatory administrator user name, password, and password confirmation. Remember this data fill as it is required later! Press Next >. Page 7
Step 7: Extensions At least one extension must be configured at this point. Press Add to open an additional window for extension configuration. Step 8: Add User Extension Add the minimum (1) or desired number of extensions and appropriate data fill. The Authentication ID and Voicemail PIN are randomly generated. Press Add to close the window and add the extension. Page 8
Step 9: Extensions When the desired quantity of extensions and data fill has been entered, Press Next >. Step 10: Operator Extensions Select an extension to serve as the Operator Extension. Enter the desired extension number for voicemail. Press Next >. Page 9
Step 11: VoIP Gateway Select Generic SIP Trunk in the Select VoIP Provider scroll down menu section. Next, enter Integra Telecom in Name of Provider text box. Press Next >. Step 12: VoIP Gateway Integra Telecom will provide an FQDN value to use in the SIP Server Hostname or IP text box. Also, Integra will provide the IP address of the SIP Proxy at the customer premise for the Outbound Proxy Hostname or IP text field. The SIP Server Port and Outbound Proxy Port must remain at 5060. Press Next >. Page 10
Step 13: VoIP Gateway Integra Telecom will provide the values to use in the External Number, Authentication ID, and Authentication Password text boxes. The Maximum Simultaneous Calls value is the number of SIP Session ordered. Press Next >. Step 14: VoIP Gateway The customer decides how to determine which outbound calls route to the Integra Telecom SIP Solutions trunk. Once selected, the appropriate data fill is entered in the appropriate text box. Press Next >. Page 11
Step 15: Save Configuration The 3CX Phone System will now configure the database and start the necessary services. This process will vary by Windows operating system machine. When the six steps show a Done status and the Finished! message is displayed, Press Next >. Step 16: Registration If the customer desires to register and receive a quote, enter the desired information and Press Next >. Otherwise, Press Skip. Page 12
Step 17: Finalize When the Congratulations message is shown, configuration is complete and the 3CX Phone System is running. Press Finish. At this point, the initial setup for Integra Telecom s SIP Solutions trunk is complete. Two web browser sessions will open. The first is to the management GUI for the 3CX Phone System (http://localhost:5000/management). The administrator credentials applied in Step 6 must now be entered to continue. Page 13
The second web browser session is to the 3CX Phone System website and getting started page (http://www.3cx.com/phone-system/getting-started.html). Page 14
Step 18: Configuration Check Log in to the 3CX Phone System using the administrator credential entered in Step 6. Press Login. Step 19: Configuration Check After logging in successfully, navigate in the left menu tree to Ports/Trunks Status to ensure successful registration and authentication of the Integra Telecom SIP Solutions trunk. A green icon with a Status value of Registered (idle) is the desired state at this point. Step 20: Confirmation Skip ahead to the Assorted Settings section (Page 24) of this document to confirm the other needed settings are properly provisioned. Page 15
ADD VOIP PROVIDER Within the Windows Management Console, there are two methods available to add a SIP provider and trunk to the 3CX Phone System. After the initial step (Step 1A or Step 1B), all other steps are the same moving forward at Step 2. To begin the procedure, select one of the two steps on the following page: Step 1A or Step 1B. Page 16
Step 1A: Navigate in the left menu tree to Ports/Trunks Status and select Add VoIP Provider Wizard. Proceed to Step 2. Step 1B: Navigate in the left menu tree to Ports/Trunks Status and select Add VoIP Provider Wizard. Proceed to Step 2. Page 17
Step 2: Enter Integra Telecom in the Name of Provider field. Select the radio button adjacent to Generic SIP Trunk. Scroll down the page and Press Next >. Page 18
Step 3: Integra Telecom will provide an FQDN value to use in the SIP Server Hostname or IP text box. Also, Integra will provide the IP address of the SIP Proxy at the customer premise for the Outbound Proxy Hostname or IP text field. The SIP Server Port and Outbound Proxy Port must remain at 5060. Press Next >. Page 19
Step 4: Integra Telecom will provide the values to use in the External Number, Authentication ID, and Authentication Password text boxes. The Maximum Simultaneous Calls value is the number of SIP Session ordered. Press Next >. Page 20
Step 5: The customer decides how to route incoming calls from the External Number specified in the previous step. Once determined, the appropriate radio button is selected and the appropriate entry selected in the drop down menu. Press Next >. Page 21
Step 6: The customer decides how to determine which outbound calls route to the Integra Telecom SIP Solutions trunk. Once selected, the appropriate data fill is entered in the appropriate text box. In addition, Route 1 must be configured to use the Name of Provider (Integra Telecom) entered in Step 2. Finally, select 0 for the Strip Digits field. Press Finish. Page 22
Step 7: Navigate in the left menu tree to Ports/Trunks Status and confirm the SIP trunk had properly registered as shown below. Step 8: Continue on to the Assorted Settings section (next page) of this document to confirm the other needed settings are properly provisioned. Page 23
ASSORTED SETTINGS Confirm Network Settings Step 1: Navigate in the left menu tree to Settings and then Network as shown below. In the Ports tab parameters, confirm that the SIP Port value is set to 5060. Internal and external VoIP RTP ports are set at the customer s discretion. Page 24
Step 2: Navigate to the STUN Server tab. Select the check box adjacent to Turn off STUN server. Enter the IP address for the SIP proxy device at the customer location in the Public IP to specify in Contact and SDP text box. Finally, Select the Network Card Interface from the drop down menu. Step 3: Navigate to the Firewall tab. The screen capture below shows the default setting for the 3CX Phone System. Page 25
Step 4: Navigate to the 3CX Tunnel tab. The screen capture below shows the default setting for the 3CX Phone System. Step 5: Navigate to the Public tab. This field must be left blank for the 3CX Phone System to interoperate with the Integra Telecom SIP Solutions trunk. Page 26
Confirm VoIP Providers Settings Step 1: Navigate in the left menu tree to VoIP Providers and then Integra Telecom as shown below. In the General tab parameters, confirm that the text box entries below match the information provided by Integra Telecom. Page 27
Step 2: Navigate to the Advanced tab. Enter a value of 3600 in the Time between registration attempts (in seconds) text box. Select In and Outgoing Calls in the menu for the Require Registration for field. Select the radio button adjacent to Internal for Which IP to use in Contact field for registration. Finally, prioritize and order the voice Codecs as shown below. First priority is G.729. Second priority is G.711 U-law. Codec Note that the free version of the 3CX Phone System does not include the G.729 Codec or license. Page 28
Step 3: Navigate to the Outbound Parameters tab. Confirm that the configuration settings in Table 2 are correctly set in the Content of SIP Fields section. Note that Add/Update must be pressed before pressing Apply at the bottom of the page. This ensures each modified parameter is saved in the configuration database. Otherwise, the change is not saved or used. Table 2 Outbound SIP Fields and Variables SIP Field Variable Request Line URI: User Part CalledNum number that has been dialed (default: To->user) Request Line URI: Host Part GWHostPort gateway/provider host/port Contact: User Part AuthID authentication Contact: Host Part ContactUri usually, content of Contact field To: Display Name CalledName name that has been dialed (default: To->display name) To: User Part CalledNum number that has been dialed (default: To->user) To: Host Part GWHostPort gateway/provider host/port From: Display Name OutboundCallerId Outbound caller Id taken from Extension settings in management console From: User Part AuthID authentication From: Host Part GWHostPort gateway/provider host/port Remote Party ID - Calling Party: Display Name OutboundCallerId Outbound caller Id taken from Extension settings in management console Remote Party ID - Calling Party: User Part OutboundCallerId Outbound caller Id taken from Extension settings in management console Remote Party ID - Calling Party: Host Part GWHostPort gateway/provider host/port Page 29
Step 4: Navigate to the Inbound Parameters tab. Confirm that the configuration settings in Table 3 are correctly set in the Content of SIP Fields section. Note that Add/Update must be pressed before pressing Apply at the bottom of the page. This ensures each modified parameter is saved in the configuration database. Otherwise, the change is not saved or used. SIP Field Request Line URI: Host Part Contact: Host Part To: Display Name To: User Part From: Display Name From: User Part Table 3 Inbound SIP Fields and Variables Variable DevHostPort source address/port of message DevHostPort source address/port of message CalledName name that has been dialed (default: To->display name) CalledNum number that has been dialed (default: To->user) CallerName caller s name (default: From->display name) CallerNum caller s number (default: From->user) Page 30
Step 5: Navigate to the Source ID tab. Confirm that there no entries in the Call Source Identification section. Select the check box adjacent to Source identification by DID field. In the SIP Field containing DID numbers section, select To: User Part from the drop down menu. Finally, DID entries must be assigned (in this section) in accordance with Section 10, Adding DID numbers/inbound Rules of the 3CX Phone System manual (Version 10, Page 51). Page 31
Step 6: Navigate to the DID tab. If DID entries were not previously added, at this point DID entries must be made in accordance with Section 10, Adding DID numbers/inbound Rules of the 3CX Phone System manual (Version 10, Page 51). When properly configured, the DIDs will be listed in the left menu tree as shown here. Page 32
TROUBLESHOOTING Comprehensive troubleshooting of a red icon and Not Registered status is not part of this configuration document. However, experience has shown that there is a reasonable list of basic Items to Check as part of the nominal customer turn up process. Items to Check Confirm that the Windows operating system machine which hosts the 3CX Phone System has the proper TCP/IP configuration (IP address, Subnet mask, Default gateway, Primary and Secondary DNS server). Confirm all eleven of the 3CX Phone System services ( Service Name ) are showing Started status on the Windows operating system machine. Confirm the 3CX Phone System host machine can ping the LAN IP (private) address of the SIP proxy at the customer site. Confirm the 3CX Phone System host can ping the WAN IP (public) address of the SIP proxy at the customer site. Confirm the 3CX Phone System host can resolve, ping, and trace route to the FQDN of the Metaswitch Call Agent serving the customer site. Confirm with Integra Telecom that the SIP account information provided for 3CX Phone System configuration (FQDN, Authentication ID, Authentication Password, etc.) is correct. Page 33
Confirm that the information provided by Integra Telecom is properly entered in the 3CX Phone System. Note that, as expected, the Authentication Password is masked for security. Confirm with Integra Telecom that they can see the SIP Register messages from the 3CX Phone System from within the BrixWorks monitoring system. Confirm with Integra Telecom that they can ping and trace route to the WAN IP (public) address of the SIP proxy at the customer site. Confirm with Integra Telecom that they can resolve, ping, and trace route from within the SIP proxy to the FQDN of the Metaswitch Call Agent serving the customer site. Confirm with Integra Telecom that they can ping the LAN IP (private) address from within the SIP proxy at the customer site. Confirm with Integra Telecom that they can ping the 3CX Phone System host IP address (private) from within the SIP proxy at the customer site. Summary Traditionally, one or more of the above steps of confirmation and basic testing will show the location of any problem with SIP Registration messaging. Confirming the SIP Register message within the Integra Telecom s BrixWorks monitoring system generally provides a wealth of information on the nature of the issue. Therefore, it is appropriate to initiate that step after the initial customer site configuration confirmation and connectivity testing has been completed. This represents a logical troubleshooting methodology from the customer location to the Metaswitch call agent. Page 34
Appendix A This section contains two attachments (embedded) that may prove useful for 3CX Phone System configuration and support. 3CX Phone System Sample Configuration for Integra Telecom SIP Solutions o User: admin o Pass: admin 3CX Phone System Version 10 Manual Page 35